Director of Global Technical SupportZend Technologies

THIS JOB HAS EXPIRED

Zend is looking for the right person to lead Customers? Success!

We are looking for a candidate who is passionate about customer success, can instill this passion in others, lives technology and innovation, and a change agent who will engage with sales to identify or accelerate opportunities.

The position of Director of Global Technical Support is one of major importance and high impact. As the Director of Global Technical Support at Zend, you will have global ownership and responsibility for ensuring the long term success of Zend customers and partners. As part of the role, you will direct and lead the delivery of technical support services, thus ensuring consistent and high quality support service and customer success with Zend solutions.

As the leader of Global Support, you will serve as a key advocate of Zend?s customers within Zend and you will have the ability to influence Zend?s product roadmap as well as the perception of the customer users, executives and the overall technology market. The position requires a highly professional and experienced individual that will lead the process of creating an outstanding user experience for Zend customers. In this role, you will represent Zend with customers and engage in communications in written, personal meetings and public forums.

This position reports to the VP of Global Support and Professional Services and the holder would ideally be located in Cupertino or North Carolina.

If you are interested in this challenge, we would welcome the chance to discuss the opportunity in greater detail. Please send your resume and contact details to jobs@zend.com.

Area of Responsibilities:
Managing the global Support operation

? Manage and refine the overall support organization day to day work flow
? Oversee customer escalation process including communication with end users, customer?s executives, partners and internal technical teams
? Develop, maintain and evolve Customer Support standards, procedures and policies
? Supervise internal escalations with R&D executive management
? Set, track, and act on support performance and customer satisfaction metrics to improve overall efficiency and effectiveness
? Oversee response management, phone and email correspondence quality
? Ensure the effective operation of service delivery tools, including customer relationship management systems, knowledgebase's and online support tools
? Establish and implements processes and metrics and leads team in driving productivity and ensuring achievement of service goals
? Resolve serious customer escalations by engaging the appropriate technical, engineering or management resources
? Communicate account strategies with Sales and R&D
? Engage and build relationships with strategic customers
? Establish and maintain lines of communication with product management and server as the customer advocate on enhancement requests

Employee Management

? Provide technical leadership to the support team and drive the customer engagement model
? Develop engineers career paths and ongoing technical development
? Manage routine employee performance reviews, improvement plans and manage the corrective action process when necessary
? Interview and hire new employees as necessary
? Develop, maintain and evolve the support organization skills and structure to achieve the team targets

Business Function Management

? Create and communicate technical support department strategic planning and budgeting
? Drive short and long-term performance management of the support teams including managing key performance indicators
? Develop support offerings together with product management and marketing
? Communicate and position Zend?s solutions and services externally

Background and Qualifications
? 10+ years experience in a technical position, including 3-5 years as a Senior Manager or 1-2 years as a Director
? BA/BS degree in Computer Science equivalent experience required
? Experience with directly managing support organizations and operations
? Experience with delivering support for global enterprise and Fortune 1000 accounts
? Experience with Technical account management and direct customer facing communication
? Strong record of working within and across organizational boundaries to meet objectives and develop new programs
? Strong customer service and problem resolution orientation
? Comprehensive understanding the application platforms and application management
? Fundamental understanding of software development and system administration
? Proficiency with CRM, data analysis and report creation and presentation
? Experience with mission critical application platforms, middleware and infrastructure software support
? Advanced written and verbal communication skills

About Zend

Zend helps companies develop and deliver mobile and web apps rapidly and with quality . We provide an end-to-end solution that includes software and services to help companies confront the development and operations collaboration challenges posed by rapid development and delivery of new apps.

Zend Server is the leading enterprise-ready platform for deploying, running and managing mobile and web apps. Designed to avoid the most common causes of application failure, Zend Server equips development and operations teams with the software and infrastructure to support rapid application releases, and provides PHP applications with a high level of reliability, performance and security, both on-premise and in the cloud.

Zend helped establish and drive usage of the PHP language around the world. Today, over 200 million apps and web sites run on PHP, which is used by an estimated 5 million developers. PHP is among the most popular languages for corporate web development, sometimes referred to as "Internet English". It is the most frequent choice for the backend of cloud applications; in recent research four out of five decision makers confirmed that their teams can develop faster in PHP, and that PHP provides the easiest choice for the development of cloud apps.

Zend solutions are deployed at more than 40,000 companies, including NYSE Euronext, BNP Paribas, Bell Helicopter, Disney, France Telecom and other leading brands worldwide.

With Zend?s integrated solutions, developers can rapidly build, deploy and sustain best-in-class applications for web, mobile and cloud environments. Using Zend, development and operations teams can work collaboratively, and support faster release cycles for these types of applications.